Decision details

Cabinet had before it a report * from the Corporate Manager for Business Transformation & Customer Engagement on Customer Care Policy.

The Cabinet Member for Working Environment and Deputy Leader of the Council outlined the contents of the report with particular reference to the following:

·         The Customer Care Policy and Standards had been reviewed every two years to provide guidance to staff including the expectation of Mid Devon District Council customers to remand (remain?) in line with best practice.

·         The Policy had been recommended to Cabinet via the Community Policy Development Group that the Policy and Standards be adopted.

·         The Policy and appendix covered general customer service across the Council and was not solely focussed on the Customer Services team who staff the contact centre and enquiries desk.

·         Care Leavers, with a focus on Corporate Parenting, Mid Devon District Council had recently implemented a discounted Leisure membership and Council Tax exemption for care leavers. This followed on from a previous decision to discount Leisure membership for Carers. All of which improved service access to vulnerable or disadvantaged groups.

·         The Single Equalities Scheme was approved by Cabinet on 4 April 2023. After the May 2023 elections, new Members had joined the Equality, Diversity and Inclusion Group to focus on continued work to ensure effective access to Council services.

Discussion took place regarding:

·         As Mid Devon District Council obtains personal data of residents should reference to this be in the policy along with safeguarding?

·         A reference number be issued to residents when receiving emails and calls as Members could follow up at a later date to find out the status.

·         The standard response time for the acknowledgement of emails or writing by post on general enquiries or complaints.

·         The 10 days response time on enquiry or complaints was?? adequate time to provide a response.

·         The name of the service as stated in the appendix, would this be the case officer?

·         Would the hearing loops in customer services area work correctly due to the work ongoing in the Phoenix Chamber.

.

RESOLVED that:

Cabinet recommend to Council that the Customer Care Standards and Customer Care Policy contained in Annexes 1 and 2 be adopted.

(Proposed by Cllr J Lock and seconded by Cllr S Clist)

Note: * Report previously circulated.